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Payment protection refunds: Banks must improve complaint handling procedures

Banks must improve the way in which they handle complaints, an expert has said.

This may come of interest to those seeking out payment protection refunds, as they may not be surprised to find complaint levels are "unacceptably high".

Oliver Morgans, financial services expert at Consumer Focus, was commenting on the recently released Financial Ombudsman Service complaints figures.

In response to these figures, Mr Morgans said: "Rising complaints and the unacceptably high number of cases upheld by the Ombudsman show that banks need to pull their socks up when it comes to complaint handling.

"Banks need to invest more resources into better complaints handling and dramatically improve the customer service they offer."

He added that there is a 50 per cent chance consumers will be unhappy with the way in which their complaint is handled.

In order to improve customer service in banks, Consumer Focus claims there should be stronger enforcement when it comes to poor complaint handling practices.

Amir Hussain

Amir specialises in personal loans, consumer debt and debt management.

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